Customer Success Manager (вакансія неактивна)

ArboStar is the leading all-in-one business management platform servicing clients in the green industry such as landscaping, tree care, lawn care and more, across the globe. Our innovative, cloud-based software integrates everything from CRM and scheduling to GPS tracking and business analytics, ensuring seamless workflow and exceptional customer satisfaction. With a dynamic and fast-growing team of 80+ professionals, ArboStar is committed to delivering exceptional products and services that help our clients succeed.

Why ArboStar? At ArboStar, we foster a dynamic and supportive work environment where creativity, collaboration, and dedication to excellence are valued. Join our team and help revolutionize the green industry with innovative technology and outstanding service.

Key Responsibilities:

• Account Management: Build and maintain strong relationships with customers, acting as their primary point of contact for all things related to ArboStar;
• Customer Advocacy: Act as the voice of the customer internally, providing feedback to our product and development teams to improve the platform and address customer needs; Ensure customer issues are resolved quickly and efficiently, escalating cases when necessary;
• Customer Retention: Proactively monitor customer health, addressing issues before they become problems, and work to improve customer satisfaction and retention rates continuously;
• Upselling & Cross-selling: Identify opportunities to expand customer use of ArboStar’s services, driving upsell and cross-sell opportunities to meet customer needs and business goals;
• Data-Driven Insights: Analyze customer data to identify trends and areas for improvement, leveraging insights to inform strategies for customer success.

Requirements:

• Experience: 1+ years of experience in Customer Success
• Strong knowledge of English, C1 and higher
• SaaS Expertise: Proven experience working with SaaS products, with a deep understanding of SaaS business models and customer lifecycles;
• Customer-Centric Mindset: Strong commitment to understanding customer needs and providing exceptional service;
• Communication and Presentation Skills: Excellent verbal and written communication and presentation skills, with the ability to explain complex concepts in simple terms;
• Problem-Solving: Strong analytical and problem-solving skills, with the ability to quickly identify and address customer issues;
• Technical Aptitude: Ability to quickly learn and understand new software products, with the capability to train others;
• Team Collaboration: Ability to work collaboratively with cross-functional teams, including sales, support, and product development;
• Proactive Attitude: Self-motivated, able to take initiative and work independently in a fast-paced environment.
• Training & Support: Lead in-depth training sessions for clients, ensuring they are well-equipped to use the system effectively.
• Tech support: Serve as the primary point of contact for clients, handling 20 to 30 calls daily (shared with other managers). Diagnose and resolve technical issues, escalating complex cases to developers while maintaining a strong focus on client satisfaction.

What We Offer:

• Work schedule: 16:00 — 00:00 (EET/UTC+2, Ukrainian time zone)
• Only remote work
• An opportunity to significantly influence the direction of the company;
• Steep learning curve and personal growth opportunities;
• Access to courses and training;
• Corporate English language training;
• Paid vacation;
• Competitive salary.